Manager- Customer Support Caris Detect

Role: Manager of Customer Support for Caris Detect, leading operational excellence and customer experience across multi-channel support for a multi-cancer early detection test. Responsibilities: oversee daily customer support operations, develop scalable processes, manage team performance, partner with clinical, operational, lab, billing, and IT teams to ensure timely, accurate support, and implement automation and self-service solutions. Maintain high-quality case management, monitor KPIs, and ensure compliance with HIPAA and quality standards. Collaborate with internal stakeholders and external partners for onboarding and issue resolution. Requirements: Bachelor's degree or equivalent, 5+ years in healthcare operations, diagnostics, biotech, or customer support, including 2+ years in leadership roles. Demonstrated experience managing high-volume or growing customer support teams, proficiency in CRM systems (preferably Salesforce), strong communication and problem-solving skills, and ability to analyze operational data. Preferred: experience scaling support organizations, supporting healthcare enterprise clients, knowledge of healthcare compliance, and technical aptitude with healthcare IT systems. High-Value: focus on healthcare diagnostics, multi-channel customer support, healthcare compliance, and cross-functional partnership in a fast-growing biotech environment. Work Setup: potential hybrid work, with some travel and occasional after-hours based on business needs.